IT Helpdesk Level 2 (Remote, Philippines)

About the role

Snapscale is looking for an experienced Level 2 Help Desk / Support Agent to deliver technical support in a Managed Service Provider (MSP) environment. The role focuses on handling escalated IT issues, supporting end‑users, and managing Microsoft‑based systems and infrastructure.

Key responsibilities

• Provide Level 2 technical support for end users via phone and remote tools.
• Set up new PCs and document all work performed.
• Manage and support Office 365 environments, including user administration.
• Troubleshoot hardware and software issues on Windows 10 and Windows 11 systems.
• Support Microsoft Intune device management at a basic level.
• Administer users and permissions in Windows Server 2012 and later.
• Provide SharePoint (Office 365) administration support.
• Perform virus removal, system cleanup, and remediation tasks.
• Diagnose PC hardware issues such as memory, storage, and component replacement.
• Conduct basic network troubleshooting (WAN/LAN, IP addressing, DHCP).
• Handle basic firewall troubleshooting and configuration.
• Use ConnectWise Manage and remote support tools for ticket handling.

Required profile

• 5–7+ years of experience in an MSP or Help Desk environment.
• Strong experience managing Office 365 users and systems.
• Solid knowledge of Microsoft Windows 10/11 environments.
• Experience with Microsoft Office 2016, 2019, and Office 365.
• Experience with Windows Server 2012 and later user management.
• Basic knowledge of Microsoft Intune and SharePoint administration.
• Strong troubleshooting skills for hardware, software, and network issues.
• Understanding of WAN/LAN, IP addressing, and DHCP concepts.
• Familiarity with basic firewall configuration and troubleshooting.
• Willingness to learn new technologies and tools.
• Strong communication skills, positive team attitude, detail‑oriented, self‑driven, and able to work independently.

Required skills

• Level 2 technical support
• PC setup and documentation
• Office 365 administration
• Windows 10 & Windows 11
• Microsoft Intune
• Windows Server 2012+ user management
• SharePoint administration
• Virus removal and system remediation
• Hardware troubleshooting (memory, storage, component replacement)
• Basic network troubleshooting (WAN/LAN, IP addressing, DHCP)
• Basic firewall troubleshooting and configuration
• ConnectWise Manage
• Remote support tools

What we offer

• Health Maintenance Organization (HMO)
• Competitive pay
• Government‑mandated benefits
• 13th month pay
• Night differential pay
• Internet allowance
• Yearly salary increase
• Opportunities for career growth and development